Led the Shaw Retail POS (Point of Sale) integration with Roger's systems project. Responsible for gathering business requirements, developing and presenting solutions to stakeholders, drafting process documents, testing and configuration of the system for on-time delivery so the retail stores can process all transactions.Created and delivered POS training to end users.Provided Finance and Supply Chain teams with monthly sales/inventory reports via SQL query.Supported product and pricing catalog configuration of Retail POS. Tier 1 support for retail.

Collaborated with cross-functional teams to prioritize Salesforce enhancements by assessing business impact, resource allocation and ROI, ensuring updates are aligned with business needs and goals.Participated in product sprints and UAT testing for product launch.Built customized Power BI reports and dashboards for variety of stakeholders to provide them with insights on specific business needs.Utilize Power Automate to create new work flows to drive day to day efficiency.Responsible for ensuring retail staff can process sales transaction by configuring and maintaining Retail POS(Point of Sale) system for both Freedom and Shaw stores.

Developed and executed lead distribution strategies within CRM, increasing productivity and maximizing opportunities for national door-to-door sales channels. Increased lead accuracy rate from 50% to 95% , leading to an increase in agent's productivity and sales opportunities.Utilized PowerQuery and Alteryx to query and transform large datasets.Business analysis: gathered business requirements, write user stories, complete UAT for Salesforce enhancement releases while collaborating with cross functional teams.Designed and implemented Salesforce Maps, resulting in an 80% increase in lead assignment efficiency and a 70% boost in agent productivity.Planned out change management strategy when rolling out new enhancement and process ensuring user adoption.Designed and delivered training program to end users.Collaborated with Marketing teams to setup strategic campaigns for sales teams. Analyzed the data to measure campaign effectiveness.Analyzed sales data to identify trends and developed strategic recommendations to drive sales.Designed Salesforce dashboards and reports, providing actionable insights for stakeholders.

Led a support team that vetted sales submissions and processed the orders. Supported sales leaders when they had questions about sales process and offers.Implemented a new order submission process via Salesforce which drove a 80% increase in efficiency in tracking and processing.Created reporting and dashboards to measure agent performance against KPIs.

Interviewed candidates for call centre roles.

Review candidate's resume and completed prescreen telephone interview

Led a team of 30 technical support agents.Provided coaching and development to team members.